Guarantees

Live Arrival Guarantee:

If your fish is DOA (dead on arrival), please submit a guarantee claim here by filling out the form and attaching a picture. You may only submit a DOA claim within 2 hours of the package carrier's posted delivery time, as we require you to be present upon delivery due to the "always deliver" instructions. Claims processing can take up to 3 business days, and refunds will be given in the form of store credit (shipping costs not included).

Exclusions to the live arrival guarantee:

  1. Temperatures at the delivery location are above 90°F or below 15°F before 12 PM. 
  2. Weather-related delays

10-Day Stay Alive Guarantee:

We promise high-quality fish, and to back that up, we offer a 10-day stay alive guarantee where, if, within 10 days of delivery, starting the delivery day, any of the fish pass away in your tank for no suspected reason, you can gain store credit for the value of the item (no shipping cost included). If there are multiple deaths before submitting a claim, please include all bodies in the same photo required in the claim form. We'll need a photo of the deceased, a photo of your tank with a list of livestock, and a photo of water parameters taken at the time of seeing the death. Any other relevant information should also be submitted with the claim. Please submit the claim within 1 hour of discovering the death. If we request any additional info, please provide it within 1 day of the request. Claims processing can take up to 3 business days. 

Exclusions to the stay-alive guarantee:

  1. Items labeled "EXPERT"
  2. Coral and Clams
  3. Anything that has died due to the tank environment, including but not limited to water parameters or tankmates.